Teledirect Telecommerce Reveals its 10 Golden Rules Strategy

Teledirect Telecommerce Reveals its 10 Golden Rules Strategy Discusses its Effective Call Center Strategy Used to Train Employees Teledirect Telecommerce (Thailand), a leading provider of customized solutions in telecommerce and teleconsulting in Asia, recently announced that one of the keys to its continued success is the careful implementation of the company’s call center strategy, dubbed its “10 Golden Rules.” These rules form the backbone of the company’s training program for new employees. Mr Laurent Junique, CEO of Teledirect Telecommerce (Thailand), said that these principles for training their employees allow for a consistent and positive-minded workforce to be developed. The rules develop polite, professional individuals that are capable of delivering their clients’ messages while ensuring that the person on the other end of the line walks away from the experience with good feelings towards the company and the clients they represent. “It’s really about making the best use of the customer’s time while making sure that the call is not an intrusion. In the case of inbound callers, the rules makes sure that the customer feels their requests or concerns are handled with the utmost care,” said Laurent. Telecommerce companies like Teledirect must maintain a well trained and capable group of employees to handle this demanding job of inbound and outbound calls. Without the proper training, call centers can have a negative impact on a company’s image and business. Teledirect maintains the necessary level of professionalism in its company by this rule based training. - The first skill it teaches its employees is how to listen. The best call centers have employees who are capable of listening to and understanding the needs of its customers. Instead of pushing a sales pitch, Teledirect’s staff listen to each caller’s needs to better understand how to serve them. - Second employees learn how to smile. Studies have shown that a person smiling can be detected even over the phone as it relaxes certain muscles in the face and throat which add a relaxed pitch to the voice. Smiling people are more enjoyable to talk to. - Third they are taught how to maintain focus in a conversation. Customers may sometimes get sidetracked with personal topics. While friendly conversation is a part of the job, it’s important to stay focused on the topic at hand in order to save the customers’ time. - But they are also taught to personalize as much as possible. Speaking in a friendly and personal manner helps to build the image of the company which is represented and will help to alleviate any problems that might arise. Building a long-term relationship with customers is one of the company’s main goals. - Employees are shown that positive speaking also creates good will. It is better to offer alternatives to customers rather than tell them what they want is not possible. - This is related to providing choices. To help customers make decisions more effectively and with less time, employees learn to offer choices to the people they speak to. Instead of giving open-ended questions, employees give a series of alternatives for the customer to decide between. - Seventh, employees learn that to effectively communicate with someone, they must speak their language. By adapting to the way that their customers’ speak, they ensure that their customers will fully and quickly understand what is being addressed. - Employees must also maintain mindfulness in how they handle themselves while on the phone. This means their bodies should be kept in attentive positions and that they should focus on the call they are making – without eating or doing any other type of activity. This ensures that communication with the customer will involve their full attention. - It is also important that employees speak with confidence. Speaking with confidence gives the right impression to customers and ensures calls are handled in a professional manner. - The tenth golden rule tells employees that above all they must be courteous to customers. Courtesy on the phone, like in life, ensures all involved parties are treated in the best possible way. “Our role is to service our clients’ customers. We do this by having the best trained staff on our team. Not only are they professional and effective, they maintain a level of personal care with the customer that ensures their time spent with us is pleasant,” said Sawittree Rattanawong, Managing Director of Teledirect Telecommerce (Thailand). Teledirect’s 10 Golden Rules are a central part of the company’s philosophy of giving the very best service the industry can offer to its clients. Not only does outsourcing to Teledirect save costs for the client, it is a strategic advantage in maintaining customer relationships. About Teledirect Since 1995 Teledirect has charted a pioneering path in the field of outsourced telecommerce with exemplary talents, excellent tools and expert technology. Serving largely companies in the financial, IT and telecommunication sectors, the company specializes in generating high sales growth, improving call centre performance and profit generating customer service. Teledirect’s regional network comprises over 900 workstations across seven contact centers in Malaysia, Singapore, Thailand, Hong Kong, Philippines, Taiwan and India with associate companies in China and Japan. Malaysia serves as the company’s regional operations hub and is poised to make the country one of the leading contenders in global outsourcing for the near future. Teledirect’s strength also extends globally through its WPP network which employs over 72,000 people working in over 1,700 offices across 104 countries. For more information, please contact: Matthew Smith Chief Operating Officer Vivaldi Public Relations Mobile: 089 142 5558Office: 02-319-1031 Ext 1195 Email: [email protected] Suppanat Suttiwong PR Manager Vivaldi Public Relations Mobile: 081-567-5435Office: 0-2319-1031 ext. 1152 Email: [email protected]

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